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Flights Support Agent

4 months ago

Southbank, Australia Luxury Escapes Full time

Here at Luxury Escapes, our mission is to delight our customers with incredible deals for the world's best holidays.

We are a collective of forward-thinking people, driven to challenge the travel industry and ourselves to bring ever better travel experiences to our customer community.

Awarded as one of the** 'Best Places to Work 2023' by the AFR**; employee experience is king here, with weekly events, monthly recognition programs and significant professional development opportunities we do what we can to make you look forward to waking up every day

We are seeking a **Flights Support Agent **to join our Flights team in Melbourne.

With previous experience of using a GDS and strong attention to detail when it comes to data entry, you will be responsible for ensuring all our systems are up to date at all times.

**You will be responsible for**:

- Responding to customer flight enquiries on date change, schedule change, name change, refunds, cancellation, and airline credit.
- Ensuring that quality and productivity KPIs are achieved in line with business objectives.
- Processing refunds via Amadeus and third-party suppliers (Consolidators)
- Issuing and reissuing e-tickets via Amadeus and Consolidators.
- Managing Amadeus queues.
- Providing our customers with an exceptional premium experience.
- Resolving customer complaints and issues within specified time frames or referring to the correct department to ensure commitments are followed through to resolution.

**What we are looking for**:

- Experience in working with Amadeus advance reservation, ticketing, and fares.
- Experience in working for a travel agency - Customer Service/Ticketing.
- Genesys and Salesforce experience is desired but not essential.
- Excellent communication, listening and time management skill.
- A high level of attention to detail.
- Learning Agile - You are a self-starter who learns technology and processes quickly.
- Problem Solving - Use logic and method to solve difficult problems.
- Flexibility - this role would suit someone who is flexible to work between 7.00 am and 10.00 pm AEST, Monday to Sunday.

**What's in it for you?**
- Competitive remuneration package
- First class health and well-being program
- Fun & flexible working environment
- Monday to Sunday, 7am - 10pm
- Discounted travel, birthday leave, lunches, breakfast and coffee provided in office

**We are a 2023 Circle Back Initiative Employer - we commit to respond to every applicant.